At Sofia Labs, we are committed to providing high-quality diagnostic services to ensure your health and well-being. We understand that situations may arise where a refund is necessary, and we aim to address your concerns promptly. Please review our refund policy below.

1. Eligibility for Refunds

Refunds may be issued under the following circumstances:

• Incorrect Test Results: If there is an error in the test results due to a mistake on our part (e.g., wrong sample processing or reporting error), we will provide a full refund or repeat the test at no additional charge.
• Service Non-Performance: If a test appointment is canceled by Sofia Labs due to technical issues, staff unavailability, or any operational failure, a full refund will be provided.
• Cancellation Before Testing: If you cancel a scheduled test or service before the sample collection has occurred, you may be eligible for a refund, subject to the terms outlined below.

2. Non-Refundable Services

The following conditions are non-refundable:

• Completed Tests: Once a test has been conducted, regardless of the results, it is considered complete and non-refundable.
• Test Results Already Delivered: Once the test results are shared with the customer (electronically or physically), refunds will not be processed.
• Customer-Cancelled Appointments: If the customer cancels the test after the sample collection or after the laboratory process has started, refunds will not be provided.
• Prepaid Packages: Refunds will not be issued for prepaid test packages unless the tests are not performed due to a fault from Sofia Labs.

3. How to Request a Refund

To initiate a refund, please contact our customer service team at support@sofialabs.com or call [customer service number] with the following information:

• Your order or appointment number.
• The name of the test(s) ordered.
• A detailed explanation of why you are requesting a refund (e.g., test error, service cancellation).
• Any supporting documentation, such as communication regarding cancellations or test errors.

Refund requests must be made within 7 days of the test appointment or service delivery.

4. Refund Process

Once we receive your refund request, our team will review the details. If the request meets the criteria outlined in this policy, we will process the refund. Refunds will be completed within 7-10 business days depending on the payment method.

Refunds will be issued to the same payment method used during the original transaction. Please note that it may take additional time for the refund to appear in your account, depending on the payment provider or financial institution.

5. Cancellations and Rescheduling

• Cancellations Before Sample Collection: If you wish to cancel or reschedule your appointment, please notify us at least 24 hours before the scheduled test time. Cancellations made within 24 hours of the scheduled time may incur a cancellation fee, or may not be eligible for a refund.
• Rescheduling: If you wish to reschedule an appointment, please inform us at least 24 hours in advance. There will be no charge for rescheduling as long as it is done within this timeframe.

6. Refunds Due to Delayed Results

In rare instances where there are delays in providing the test results, we will notify you promptly. If the delay is due to our error or operational issue, we will offer an appropriate remedy, which could include a refund or a repeat test.

7. Shipping Costs for Home Collection

If you have opted for home sample collection, there may be associated shipping or service fees. In case of a refund due to an error from our side (e.g., incorrect sample collection or processing issue), the shipping fee will be refunded as well. However, if the issue is related to customer error (e.g., unavailable at home), shipping fees will not be refunded.

8. Refund Policy Updates

Sofia Labs reserves the right to update or modify this refund policy at any time. Any changes will be communicated to customers through our website or other communication channels, and the updated policy will apply to future transactions.